VirtusNova Enterprise Service Level Agreement (SLA)
Last updated: January 2, 2026
This Service Level Agreement (the “SLA”) applies to VirtusNova Subscription Services purchased under an Enterprise Service Order (or other ordering document mutually agreed by the parties) (each, an “Order”). This SLA is incorporated into, and forms part of, the enterprise terms and conditions applicable to your access to and use of the Services (the “Enterprise Terms”). Capitalized terms not defined in this SLA have the meanings given to them in the Enterprise Terms (including any applicable Product Terms, Usage Policy, AI Features Terms, and DPA, as applicable).
1. Definitions
“API Interruptions” means interruptions, degradation, or unavailability caused by (or attributable to) Third-party Services and/or Third-party Service APIs and integrations (including, without limitation, social media networks, messaging platforms, and other integration partners).
“Platform” means, as applicable, VirtusNova’s proprietary web application(s), features, and related services delivered through https://app.virtusnova.marketing and/or any successor domain(s) or site(s) (the “Sites”). VirtusNova does not provide a dedicated mobile application; access via mobile devices is via responsive web design only.
“Service Availability” means the uptime of the Platform, measured by subtracting the total minutes of Service Interruption in a given calendar month from the total minutes in such month, dividing by the total minutes in such month, and multiplying the result by 100.
“Service Interruption” means, except for Scheduled Maintenance, the period of time that the Platform is either (a) not available for Customer log-in, or (b) substantially not functioning. API Interruptions and other Excluded Events (defined below) will not constitute Service Interruptions.
“Scheduled Maintenance” means planned maintenance windows performed by VirtusNova, which may include updates, patches, upgrades, or infrastructure changes.
“Standard Support” means the support provided by VirtusNova support personnel in response to a support request submitted by Customer through the support channels described in Section 4 (Customer Support).
“Excluded Events” means circumstances not attributable to VirtusNova, including without limitation: (a) API Interruptions; (b) Customer or Authorized User misuse, misconfiguration, or violation of the Enterprise Terms; (c) Customer’s or Authorized Users’ equipment, software, browser, network, or internet connectivity issues; (d) force majeure events as defined in the Enterprise Terms; and (e) suspension as permitted under the Enterprise Terms (including for non-payment or security/abuse prevention).
2. Service Availability Commitment
VirtusNova will use commercially reasonable efforts to make the Platform available with Service Availability of at least 99.9% in any calendar month (the “Service Availability SLA”).
Where reasonably possible, VirtusNova will provide at least 24 hours’ advance notice to Customer of Scheduled Maintenance expected to exceed 30 minutes.
If VirtusNova does not meet the Service Availability SLA for a calendar month, Customer will be eligible to receive the Service Credits described below. This SLA states Customer’s sole and exclusive remedy for any failure by VirtusNova to meet the Service Availability SLA.
3. Service Credits
“Service Credits” means days of Enterprise Services added to the end of Customer’s then-current Subscription Term at no charge to Customer.
| Service Availability (per calendar month) | Service Credits (days) |
|---|---|
| < 99.9% and ≥ 99.0% | 3 |
| < 99.0% and ≥ 95.0% | 7 |
| < 95.0% | 15 |
3.1 Customer Must Request Service Credits
To receive Service Credits, Customer must notify VirtusNova within thirty (30) days from the date Customer becomes eligible to receive a Service Credit (i.e., the end of the month in which the Service Availability SLA was not met). Failure to comply with this requirement will forfeit Customer’s right to receive Service Credits for that month.
Requests must be submitted to: info@virtusnova.marketing (or such other address as VirtusNova may designate in the Enterprise Terms), and should include: (a) Customer account name, (b) affected month, and (c) a brief description of the issue (e.g., inability to log in, major feature outage).
3.2 Maximum Service Credits
The aggregate maximum number of Service Credits VirtusNova will issue to Customer in a single calendar month will not exceed 15 days of Enterprise Services added to the end of Customer’s Subscription Term. Service Credits may not be exchanged for, or converted to, monetary amounts.
4. Customer Support
VirtusNova will provide Customer with Standard Support Monday–Friday during regional business hours (excluding public holidays in VirtusNova’s operating region, unless otherwise stated in the applicable Order).
Support channels may include:
In-app support/help center (if enabled in Customer’s Plan); and/or
Email support via info@virtusnova.marketing; and/or
Other channels specified in the applicable Order.
Support scope, response targets, and any enhanced support packages (if purchased) will be as set forth in the applicable Order and/or VirtusNova documentation available at https://help.virtusnova.marketing/ and/or https://virtusnova.tawk.help/ (each as updated from time to time).
5. General
This SLA is subject to the Enterprise Terms. In the event of a conflict between this SLA and the Enterprise Terms, the Enterprise Terms control except that this SLA will govern solely with respect to service availability commitments and service credits for the Platform.
